Bank of America has integrated artificial intelligence across its global operations to improve employee productivity and enhance client service. The bank’s AI strategy spans various functions, from operations and training to software development and customer support. Notably, the virtual assistant Erica, launched in 2018, has facilitated more than 2.5 billion client interactions, while its internal counterpart, Erica for Employees, is used by over 90 percent of staff. These tools have significantly reduced support queries and improved service efficiency. Additional platforms, including Ask Merrill and Ask Private Bank, assist advisory teams, while The Academy uses AI for employee coaching through simulated client interactions.
The bank also deploys AI tools to support software development, meeting preparation, call center operations, and summarizing research and client feedback. These efforts have delivered measurable time savings and efficiency gains, including a 20 percent increase in coding productivity. Bank of America holds nearly 7,400 patents and pending applications, with more than 1,200 focused on AI and machine learning. Aditya Bhasin, Chief Technology & Information Officer at Bank of America, expressed, “Our use of AI at scale and around the world enables us to further enhance our capabilities, improve employee productivity and client service, and drive business growth.”
